31-03-2018, 19:14
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#1
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cf.addict
Join Date: Mar 2009
Location: Peterborough
Services: Maxit,V6,
BB 100Mb,
Virgin Mobile
Posts: 323
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Virgin Mobile Security
I've just changed my sim only plan and ended up speaking to 3 different people. Now time I had to give them details for security, number, full name and certain characters from my password. Now obviously the answers to the first 2 are always going to be the same. But you would have thought that for the last question they would ask you for different characters but each person asked me for the same three.
I would have thought this is not very good security if they always ask for the same 3
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31-03-2018, 19:49
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#2
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cf.mega poster
Join Date: Apr 2004
Location: Northampton
Services: Virgin Media TV&BB 350Mb,
V6 STB
Posts: 7,862
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Re: Virgin Mobile Security
The system probably tells them which 3 to ask for and doesn't give them the full password.
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03-04-2018, 11:23
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#3
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Virgin Media Employee
Join Date: Sep 2005
Location: Winchester
Services: Staff MyRates
BB: VM XXL
TV: VM XL
Phone : VM XL
Posts: 3,115
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Re: Virgin Mobile Security
There is an issue with asking for different characters in that it can be used to build up the whole password. Asking for the same characters (in a time period) makes it less likely.
__________________
I work for VMO2 but reply here in my own right. Any help or advice is made on a best-effort basis. No comments construe any obligation on VMO2 or its employees.
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03-04-2018, 16:22
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#4
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cf.mega poster
Join Date: Jan 2008
Posts: 10,061
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Re: Virgin Mobile Security
Good point. I've often wondered why my bank does this.
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07-04-2018, 13:17
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#5
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Inactive
Join Date: Jan 2007
Location: Castleford
Age: 61
Services: TiVo
Posts: 601
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Re: Virgin Mobile Security
We have two phones and they are both in my wifes name, so every time i want to talk to Virgin, i have to do it through her. It's a total pain and she can never remember her password, so always has to go through the process of changing it. Then virgin will pass us on to another department and we have to do the password again.
Another thing that is a total pain is that everything we have with Virgin are all in my wife's maiden name. We've asked to change it to her married name loads of times over the years and they've said they've changed it lots of times, but never have. We've been married 17 years !
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10-04-2018, 22:48
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#6
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cf.geek
Join Date: Apr 2008
Services: V6 with Full-House/Maxit Sports & Movies, 100Mb broadband, Talk Weekends.
Posts: 570
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Re: Virgin Mobile Security
Quote:
Originally Posted by tweetiepooh
There is an issue with asking for different characters in that it can be used to build up the whole password. Asking for the same characters (in a time period) makes it less likely.
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Interesting viewpoint, but it effectively means you have a 2 character password and once someone has overheard those two characters, they effectively have the password.
First Direct (the only company I know of to truly understand the meaning of excellent service) also have a 2 character system, but the characters do differ with most calls.
Not criticising tweetiepooh of course, I appreciate them posting VM's viewpoint.
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11-04-2018, 10:01
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#7
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Virgin Media Staff
Join Date: Nov 2006
Location: Manchester
Services: 360 x2, Maxit TV, Sky Sports and Sky Cinema. Gig1
Posts: 17,929
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Re: Virgin Mobile Security
Quote:
Originally Posted by 12noon
Another thing that is a total pain is that everything we have with Virgin are all in my wife's maiden name. We've asked to change it to her married name loads of times over the years and they've said they've changed it lots of times, but never have. We've been married 17 years !
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The process was recently updated to allow Virgin Mobile customers to advise of a name change via an email process
https://help.virginmedia.com/system/...-Media-account
Appreciate you've tried multiple times, but it may be worth a shot.
__________________
I work for Virgin Media but all views are my own.
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